Front Desk Lead Ft - Chicago, United States - Best Western Chicago Downtown-River North

Description

Prior Hotel Front Desk experience required. (1-2 years experience)

• Please do not apply, unless you have met the above criteria

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JOB TITLE:

Front Desk Lead (Part-Time)


EMPLOYER:

Best Western Chicago Downtown-River North


REPORTS TO:

Front Office Manager/Front Desk Supervisor

The
Front Desk Lead will work a minimum of (2-3) Night Audit shifts per week and will be counted on first to fill Night Audit call offs/Vacation Time/PTO time.

During the Night Audit shift, they will perform audits, balances, and reports on the various areas of the hotel to provide accurate and timely financial information on the hotels operational performance for the day.

Oversees front desk/parking operations during the overnight shift at the Front Desk. (This is not a back-office position)


Must be able to work any day of the week, including holidays and weekends.

MUST have a flexible schedule This position requires both day and/or evening shifts, night audit shifts, both weekdays and weekends depending on business in the hotel.

*Proven experience as a Night Auditor or in a similar role, preferably in the hotel industry.


DUTIES AND RESPONSIBILITIES:

• Responsible for Front Desk Inventory of Items: Key Cards, Key Packets, supplies, etc...
• Balance and audit for accuracy all room and tax charges, cashier's reports, and guest accounts.
• Complete and transmit daily management and accounting reports and supporting documents.
• Prepare customer tracking reports, market segmentation reports, food and beverage revenue reports, and other auditing reports necessary to ensure the accurate accounting of hotel revenues and expenses.
• Greets and completes checkin procedures for arriving guests on a daily basis, using computerized methods
• Perform guest departure (checkout) in order to close guests' accounts and insure accuracy on the folio.
• Correct any problems that may have been added to the folio to insure a satisfied guest at check out.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods in order to present the customer with timely and precise hotel charges upon checkout and maintain accurate hotel records.
• Answers inquiries and accepts reservations, both in person and by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by answering questions and taking care of customer concerns in a timely and knowledgeable manner, in person and on the phone.
• Operates the telephone equipment by accepting incoming calls, assisting inhouse calls to get to the correct department in a timely manner, scheduling and setting wake up calls and setting trace requests to provide guests with timely and efficient service.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs the shift checklist to insure accuracy of all aspects of the shift.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Communicate with other hotel departments as necessary to resolve accounting discrepancies.
• Conveys company information, decisions, or problems to appropriate parties on a timely basis.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Performs duties of the Front Desk Agent.
• Act as Manager on Duty.
• Other duties as assigned.

QUALIFICATIONS AND REQUIRED SKILLS:

• High School Diploma or GED
  required

:

• Customer service experience highly preferred
• Excels at operating in a fastpaced environment.
• Outstanding people skills.

COMPETENCIES:

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Diversity

• Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment

- free environment; Builds a diverse workforce.
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Ethics

• Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

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Adaptability

• Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

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Attendance/Punctuality

• Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

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Customer Service

• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

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Dependability

• Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person